Overcoming the “It’s Personal” Mentality
An irate customer is never fun. But helping your counter associates understand that they aren’t directing their ire at them personally is the first best practice in customer relations.
January 25, 2020
An irate customer is never fun. But helping your counter associates understand that they aren’t directing their ire at them personally is the first best practice in customer relations.
January 25, 2020
How you handle the customer in an urgent time of need determines the size of your reward.
December 18, 2019
The robust economy is creating record numbers of new jobs and a subsequent labor shortage that is being exacerbated by the large wave of Baby Boomer retirements, but some see uncertainty of future market conditions.
December 11, 2019
In the second of two wide-ranging interviews, Zubie CEO Gary Tucker discusses how rental franchisees can keep tabs on their vehicles, privacy and telematics, and how Zubie stands out from its competitors.
November 29, 2019
Data management and protection, electrification, telematics, video technology, mobile servicing, shared mobility, and advanced safety tech took center stage in San Jose.
November 26, 2019
Cars with new accident avoidance systems can be compromised even in minor fender benders. Not handling their repairs properly could lead to increased liability exposure.
November 24, 2019
The used car market has adopted a Swiss Army-knife approach to managing the “off-lease tsunami,” which turned into a manageable rising tide. Are new market dynamics breathing life into a segment left for a dead, the midsize sedan?
November 18, 2019
Regarding the company’s TNC and last-mile delivery rentals, “I think that business could double its current size,” said Hertz CEO Kathy Marinello on the company’s third quarter conference call.
November 6, 2019
What if the car rental customer interacts primarily with the distribution channel, and the car rental company becomes more of a service provider?
October 23, 2019
This hilarious exchange with a customer will be all too familiar to local rental operators.
October 11, 2019
Trying to satisfy a customer with a specialty vehicle when corporate won’t give up the car illustrates the need to advocate for long-term relationships over immediate profitability.
October 9, 2019
On-demand business models are rapidly evolving as car rental, car sharing, ride-hailing, and public transport are merging into Mobility-as-a-Service platforms. Experimentation is critical to help resolve untested legal issues around data management, liability, and duty of care.
September 5, 2019
Manheim's president who oversees the inventory solutions unit offers thoughts on fleet mobility services, bringing artificial intelligence to inspections, and the company's diversification strategy.
August 27, 2019
Through the 12-month period ending in June 2019, overall manufacturer incentive spend has declined, and the strength of fleet sales this year has been a big reason why.
August 26, 2019
Overall used vehicle values are at strong levels. Crossover values are holding steady but there is cause for concern in the near future. Sedan values are expected to improve or stabilize as more crossovers enter the market.
August 26, 2019